Frequently asked questions

Buying & Ordering

I can't find what I'm looking for on your website - can you produce it for me?

We've tried to assemble a range of items which cover most of the marketing bases. If you can't find what you're looking for, please contact us and we'll see if we can produce it as a bespoke product or suggest an alternative..

How do I choose what I want?

We've tried to make it easy to navigate our range. Whether you're looking for business cards, letterheads, flyers, leaflets or any other item, we'll show you the most popular option straight away. You can then customise your spec, just for you. Just play with the buttons on the product pages to try out different styles and finishes.

How is my product produced?

Marqetspace is a platform for independent manufacturers to sell their products. Production methods vary from product to product so please check the specification of the item you're interested in, or contact us for help.

I want to send you a file to print - how do set it up?

We want your file to work and your item to print as expected, so please carefully read any design instructions for the product you're buying. The information will usually cover everything you need to know about supplying that file correctly and getting the best results possible. Get started by taking a look at Suppying Your Artwork.

What happens after I place an order?

We'll automatically check your file and let you know if it has passed our preflighting, whether you need to make changes or whether you'd like us to fix it. If your file has passed, it will automatically begin production and you can check your account for updates on production process.

What types of files can I use?

The majority of items will require either a PDF, AI, EPS or JPEG file to be supplied, however this will differ from item to item. Each product will have it's own supply information, you can check what's required before uploading.

How do I change my order?

Once you've checked out, your order will begin our automated production process. It is usually not possible to make changes to it once we've begun. Please contact us for advice.

How do I check my order status?

Sign in to your account and click on the Orders tab at the top. You'll see "Your Orders In Progress" and in the "Progress" column you can keep track of where we're up to.

Can I order a sample?

Please contact us and let us know what you'd like a sample of and we'll see what we can do. For certain items, we may charge a deposit, refundable on return or order.

What happens if my order is late?

Whatever your deadline, we'll help you meet it. Choose our Xpress Service for quickest turnaround. Or if you're really up against it, Same Day Despatch is available on our most popular items. Your order will be delivered by our preferred partners TNT. They publish on-time performance of 99%, so if "1 in a 100" is too risky for you, please contact us to discuss delivering your order by dedicated vehicle.

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Delivery

What delivery options are available?

Our Standard Next Day Delivery service means your print will be delivered the day after it has finished being printed, any time between 8am-6pm. Or you can choose to have your print delivered the day after it has finished being printed on a before noon delivery service. The price of delivery depends on the weight of your order, Standard Next Day Delivery starts at just £4.95+VAT. For more information take a look at our carriage costs.

How do I change the delivery address after I've placed the order?

If you need to change the address you want your order delivered to, we can usually do this at any time while your order is 'in progress'. After your order is complete, it's too late to change. If you have an 'order in progress' which you'd like to change, please contact us and tell us the address you'd like to send it to.

Can I deliver to a different delivery address?

Sure. When you checkout, you can choose to deliver to your invoice address, any alternative from your Address Book, or you can enter a new delivery address.

How much is delivery to...?

We charge delivery based on the total weight of your order. You can get a quick estimate by adding an item to your basket. Standard Next Day Delivery starts at just £4.95+VAT. For more information take a look at our carriage costs.

How is my order shipped?

Your order will be delivered by our preferred partners TNT. They publish on-time performance of 99%, so if "1 in a 100" is too risky for you, please contact us to discuss delivering your order by dedicated vehicle. A variety of services are available, depending on your chosen delivery address. You'll see these in your shopping basket.

How long will it take?

We'll work as quickly as you need us to. Each item has a fast guaranteed turnaround - add it to your basket to see what's available. Choose the service level you need, which sets how quickly we work - our Next Day Service is fastest. If you're not in a rush, save money with our Stand-by Service. 

Where do you deliver to?

We can deliver to anywhere in the UK. If you need a delivery further afield, please contact us. 

Can I pay extra to get my order faster?

Once your order has started production it's not possible to speed up the production time.

How is my order packaged?

Your order will be despatched 'white label' in unmarked boxes with no invoice, packing slip or mention to Marqetspace. 

Do you offer plain packaging?

Your order will be despatched in unmarked boxes. 

Where is my order?

"Sign in" to your account and click on the "Orders" tab at the top. You'll see "Your Orders In Progress" and in the "Progress" column you can keep track of where we're up to. Click through to the job you want to check and you'll see a link to TNT's tracking website. Click the link and you'll see where your consigment is.

Can you send me samples in the post?

We have a great range of samples and tools to help you sell. Log in or register to request yours.

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Returns, Refunds & Customer Services

There's something wrong with my order, what do I do?

We work hard to make sure you order is produced to our high standards. In the unlikely event that you find something wrong, please contact us and explain the issue. We'll do our best to resolve it to your satisfaction.

Can I cancel my order?

Once you've checked out, your order will begin our automated production process. As we're manufacturing something just for you, it's not possible to cancel your order once your order has started to be printed.

I've noticed a mistake can I change my order?

Please check your file carefully before you upload it. We offer fantastic prices by automating our entire process. So the first set of human eyes proof-reading your design will be your own when you open the box. We don't want you to be sad. So please check all telephone numbers, dates, times, addresses, prices and spelling before you order. If you spot an error after you've ordered, then we're sorry that we won't be able to rectify it.

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Payments & Invoices

How can I pay?

All payments are taken securely online via our payment gateway w3pay powered by Stripe. We accept Mastercard, Visa and American Express.

I have a question about an invoice / payment. What should I do?

Please contact us if you have a question about an invoice or payment you've made. To get copies of invoices, "Sign in" to your account, go to "Orders" > "My Previous Orders" then click the "Invoices" link on the left hand side menu. 

How do I get my VAT invoice?

We'll automatically email you a VAT invoice at the moment we print your order. To change the email address this gets sent to, "Sign in" to your account and then click "Your Details" tab at the top of the screen. To get copies of invoices, "Sign in" to your account, go to "Orders" > "My Previous Orders" then click the "Invoices" link on the left hand side menu. 

Can I pay with cash or cheque?

Sorry, no. We only accept payment by debit or credit card online.

Is my payment secure?

Yes. All online payments are made via w3pay powered by Stripe.

Should I be charged VAT?

Since we sell to businesses, all our prices exclude VAT. We'll add VAT to your order at the current rate. Many items like leaflets and booklets qualify for VAT at 0%. Add an item to your basket to see its VAT rate.

I'm VAT exempt, why are you charging me VAT?

If you are a registered charity or have VAT Exempt status, please contact us before you place your order.

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Managing Your Account

How do I update my details?

Click "Sign in" at the top to access to your account, then click "Edit my settings". You'll be able to change your name, address and contact details or to update your preferences on how we contact you. Visit "Change password" to change your password.

I've forgotten my password, how do I get a reminder?

Don't worry, it happens to us all. Click "Sign in" at the top. When you get to the Sign In screen, look for the link "Forgotten your username or password?" Follow the link, then enter your email address and we'll send you a new password in a few minutes.

Why do I have to register?

We hope you'll have a long and happy relationship with Marqetspace. We ask you to register so that we can keep all your designs and files in a safe password-protected area. That means other people won't have access to designs you create, or your order history.

How do I create an account?

Simply click "Register" at the top of the screen. We only need a few details and you're done. Once you register, you'll be able to order and upload your pictures and documents to your Files & Images folder.

Do you store any information about me?

Yes, please read our Privacy Policy which explains what we store and how we use it.

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General & Legal Details

What is Marqetspace?

Marqetspace is the new European platform that connects trade buyers with printers and manufacturers. We supply print products to graphic professionals at trade prices.

How do you I contact you?

Would you like more information about a specific product or have any questions about a delivery? Don't hesitate to contact us. Our team are available weekdays between 9am and 5.30pm and they're ready to answer your questions. Call us on 0800 612 6240 or email hello@marqetspace.com.

What is your address and location?

Our offices and production hub are at Eighth Street, Trafford Park, Manchester M17 1FG.

What are your opening times?

Our offices are open: Monday to Friday from 9.00am to 5.00pm.

Which holidays are you closed for?

We're closed on UK public and bank holidays and these days do not count as 'working days'. Click here to see a list of UK bank holidays

Are you open over Christmas?

​We're closed for the Christmas break from 24th December. Normal service resumes 3rd January 2017.

'Closed days' will not count as a 'working day' and will affect the turnaround of your print. Please contact us if you are unsure of when to expect your print.

What are Marqetspace's legal details?

Marqetspace is a trading style of Grafenia Operations Limited. Click here for our legal details. Your customer service team are all based in the UK.

How do we approach our environmental impact?

As a leading manufacturer of print we understand our responsibility to take our environmental impact seriously. Read about our recycled stock and enivronmental policies here.   

I have a suggestion, what should I do?

Have an idea on how we could improve, or something you'd like us to sell? Send your suggestions to hello@marqetspace.com - if we really like them, we may even reward you!

 

Not found what you are looking for? Just ask us, call us on 0800 612 6240 or email hello@marqetspace.com

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